Creating PagerDuty Alerts for P0/P1 tickets in Service Desk

[Gopalakrishnan]

Hi,

How can I create pagerduty alert for P0 or P1 service desk ticket? Is there any scripts which I can map with my service desk project or for testing how can I achieve this?

Thanks. 

[Mauricio Karas · Accepted solution]

Hello,

You'll need to use Jira's webhook feature. On the PagerDuty side, you'll create a service/integration webhook URL that Jira will use.

With the URL, on Jira go to System > Webhooks, click on "Create a WebHook", insert the URL, then on the events section you can specify which event will trigger the webhook.

In your case, you should select "issue.created" and also insert a JQL query to filter only tickets of priority 1 and 2('priority in (L1, L2)').

Check this documentation about integrating Jira Service Desk with PagerDuty: 

JIRA Integration Guide

Also, here's Atlassian's documentation regarding webhooks in case you need more specific information about it. 

Webhooks

Kind regards,
Maurício Karas

[Gopalakrishnan]

Thank you so much for your reply. Can I make this applicable for all project uses support type issue schemes?

OR If i want to handle for multiple projects with multiple pagerduty schedules, do i need to have any script in place? or in which case I need to use script based triggers?

Thanks. 

[Mauricio Karas]

You can create multiple webhooks, use different triggers and different JQL queries for each one. You can filter specific projects and specific issue types using the JQL query.

You'll need a different URL from PagerDuty to use on each Webhook you created on Jira. 

I don't have much knowledge on the PagerDuty side, but for example, let's say you have two projects in Jira, you can create two webhooks, filter each one with a JQL query('project = "project A"' and 'project = "project B"' ). Then, I believe in the PagerDuty side you should be able to create two different services, each one with a different URL, then put those URLs one in each webhook.